Name: John Lewis
Rating: 2.66

“We visited John Lewis Liverpool store today and visited the restaurant for a late lunch. In days gone by we had found John Lewis restaurant had provided a good range of food and I was able to find gluten free options albeit limited. The last couple of times have been very different with minimal effort made to cater for gluten free or any other food allergies. Today all I could find was a mean little cheese sandwich with an indescribable sauce said to be red pepper and tomato. The sandwich was half the size of non gluten offerings and was tasteless, unappetising and very expensive, if time had been on our side we would have left and found an alternative venue for lunch. My husband selected a sunflower role filled with beef and horseradish, he pronounced this as equally tasteless and bland. To add insult to injury the price of £19 for two teas and the sandwiches of such poor standard was as hard to swallow as the lack lustre and tasteless food. At all counters in the restaurant there are labels liberally scattered about advising that customers speak to staff for information regarding food allergies, not really very helpful with mile long queues and not enough staff. Why is it that cafes and restaurants seem to think the anyone with any form of food allergy comes from the planet Zog, wheat and gluten intolerance and allergy are common complaints but businesses seem to be operating on the premise that people with these conditions are food faddists who can eat regular food containing substances harmful to they health. It is doubtful that we will use John Lewis cafe again after today and would suggest that they take a long hard look at their current effort or lack thereof.”

Helpful Report

Posted 5 years ago

“Broken Bosch fridge delivered, unresolved weeks later 21/11/19 I received a fridge. The bottom was badly broken, unfit for purpose. Several phone calls (following long delays trying to get through) later the situation remains unresolved. Vague email responses. After raising a formal written complaint, they missed their own 48h deadline to respond. Now we are about 1.5 weeks later, and I can't even get through on the phone any more, and my emails no longer receive a response. I have a broken fridge, no refund. All in all - I would not purchase from John Lewis again, even though I recently received a voucher through changing broad band provider”

Helpful Report

Posted 5 years ago

“Broken Bosch fridge delivered, unresolved weeks later 21/11/19 I received a fridge. The bottom was badly broken, unfit for purpose. Several phone calls (following long delays trying to get through) later the situation remains unresolved. Vague email responses. After raising a formal written complaint, they missed their own 48h deadline to respond. Now we are about 1.5 weeks later, and I can't even get through on the phone any more, and my emails no longer receive a response. I have a broken fridge, no refund. All in all - I would not purchase from John Lewis again, even though I recently received a voucher through changing broad band provider”

Helpful Report

Posted 5 years ago

“They are not issuing the refund after I'm returning items. They say it looks like something happened while the items are being sent to them, but they refuse to do anything to solve the problem saying there's nothing they can't do. Just horrible, ridiculous service. This company is not honest and stealing money.”

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Posted 5 years ago

“Bought a Bosh washing machine - delivered faulty - spin didn’t work properly. Got builder to check it and then spent many days holding on the phone trying to get through to report it - finally got through to be told I was one day over the 30 days and now had to deal with Bosch and wait in for their engineer. John Lewis do not care about their customers anymore - they try to wriggle out of any responsibility - shocking after care. Do not be fooled by the adverts!”

Helpful Report

Posted 5 years ago

“I bought a Bosch washing machine and on the first cycle it started making a terrible noise - it was professionally fitted and everything was done properly. John Lewis did not believe me and said I would have to have a visit from an engineer - more time off work and no washing machine which I had paid for in good faith! I bought from John Lewis because I thought they provided good after care - they do not! They should have come and taken their broken washing machine away the immediately and provided me with a washing machine that works! They have provided me with faulty good and yet it is me that is having to arrange for their faulty goods to be inspected and take the time for that to be done whilst they have my money and I have no washing machine! very shoddy and cavalier service”

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Posted 5 years ago

“This doesn’t even deserve a star. I brought an iPad for my son for Christmas in December 18. In October 19 it stopped working, I took it to John Lewis Stratford. I was told I would be contacted in a few weeks. I got a call to say it would cost £289 to fix as we damaged it. My son who has special needs was lying in bed next to me when it stopped working. I was told it was either dropped, sat on or heavy items were put on it. Then when I made a complaint I was told to get a second opinion and that a tiny dent I made 10 months ago could of been the fault. They were making every excuse not to fix or replace it. Then I contacted the managing director Paula Nickolds, who got her colleague to contact me, who still accused me of the damage. So I contacted Paula Nickolds again, but she just ignored me. I am appalled at the shocking customer service I have received. I will never shop at John Lewis ever again.”

Helpful Report

Posted 5 years ago

“This does not even deserve 1 star. Customer service and delivery appalling and disgusting, I am furious and livid, told them not to bother apologising as they don't mean it. Ordered and paid for much needed new washing machine last Tuesday, to be delivered this Wednesday. Received message Tuesday confirming delivery early Wednesday, had sorted my week to be in and unplumbed old washing machine ready. Received message late Tuesday claiming I hadn't paid, contacted them with receipt in front of me. They cancelled my order quick as a flash saying delivery could not take place even though they had confirmed there was nothing 'wrong' with my payment. Said system would update overnight and promised would definitely call me next day and get it delivered before end of week. I told them I needed it by Thursday as I have 7 people coming with small children on Friday for long weekend. I needed time to plumb it in, shop, cook, prepare and look forward to my busy weekend. Received another message to scan receipt in which I did. No phone call, no response from scanned receipt. Had to phone them today, no effort had been made, next available date - Monday! Too late for me now. No washing machine for the weekend. Appalled, disgusted, furious, livid. Shop assistant did not warn me of appalling service, if they had, I would not have given John Lewis a second look. Promises broken. No effort made.”

Helpful Report

Posted 5 years ago

“Terrible service, waited 3 weeks to get a carpet survey, on the day the carpet surveyor couldn’t be bothered to find a parking space, told me John Lewis fitter’s wouldn’t fit the carpet where there was no parking anyway & proceeded to drive off. Left a message for the manager to contact me, received no call back so wrote a letter to the MD Paula Nickolds who rather than e-mail back referred me to a case manager who in turn contacted the carpet surveyors manager. A different surveyor came out to tell me they don’t fit carpet in a common part of a block of flats due to access into all the flats for fitting thresholds, we ascertained there was only one flat that would be an issue which equally could be sorted out, he agreed, measured up & told me he would get a quote to me the following day. I chased up for the next 3 days both the surveyor & surveyors manager, wrote back to the case manager & MD to find out why I’m being ignored, I get an e-mail back telling me they can’t do the job. Wasted 4 weeks of my time, including two site visits. Barely got an apology, think that cake about 3 days later from the case manager. I made it very clear it was for common parts when I originally booked appointment. Had a previous issue with JL & wrote in to Andy Street then the MD, he got in touch with me personally & made a point of rectifying the problem then compensated me for the issue without a request. Clearly things have changed under new management, I could potentially have lost that contract so not an acceptable service, completely unprofessional. There are plenty of carpet companies that offer similar carpets but considerably better service, I thought JL had a good reputation for service, I was very wrong.”

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Posted 5 years ago

“Took 3 months & 3 defective chairs before a suitable chair was delivered. Quality control surprisingly pad and lack of continuity in customer service.”

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Posted 5 years ago

“An awful service, delivery failed to turn up, no update on a text, just a no show, I contacted customer service to sort out delivery and they blamed the delivery company, I did not purchase through the delivery company but through John Lewis. I asked to speak to a manager and I was disconnected after holding ages. I will never purchase again from John Lewis”

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Posted 5 years ago

“Incorrect installation of washing machine and 2 months and waiting for the promised refund.”

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Posted 5 years ago

“NEVER, NEVER buy an applicance from John Lewis. The manufacturers have John Lewis over a barrel when a fault develops. Even after four attempted repairs and a promised replacement they have to rely on the maufacturer for authorisation in order to facilitate the replacement. Never heard anything like it!!!”

Helpful Report

Posted 5 years ago

“Fantastic tv... puts my Sony Bravia I have in the living room to shame.. currently have this set up in my bedroom, like my personal cinema, don’t understand some of the reviews saying from different positions they can’t see the tv? No problems at all.. sound and picture perfect.. Ian&darren who delivered it were great.. fantastic product and service.”

Helpful Report

Posted 5 years ago

“Really poor service from John Lewis. I ordered a perfume online to be delivered to my home, however I didn't get my order. Their chosen courier, Hermes, advised me by email that they had delivered the parcel to a secure location, but in fact they had left it in my council bin (on my driveway). The bin was emptied later that day by the council, taking the parcel with them. I raised a complaint with John Lewis, as a council owned bin is not a safe place to leave a valuable parcel. In addition the courier was at fault for advising the delivery was left in my Porch (which my property does not even have!). However I was told by a John Lewis customer advisor that a council bin was a perfectly acceptable place to leave a parcel and as far as they were concerned, they had fulfilled their duty of care. I raised this with American Express who agreed with my logic and closed the case in my favour issuing me a full refund. However it's unacceptable that John Lewis would not process a refund when their courier was clearly at fault. I expected more from such a well known high street brand.”

Helpful Report

Posted 5 years ago

“We will not buy there again Our experience at John Lewis and Peter Jones was very disappointing. We ordered in store an expensive furniture piece. Few weeks later they delivered a wrong item, more over the delivery company left it downstairs, because they didn’t manage to put it into elevator. Come on! They need to clarify such things before delivery, not when they are downstairs. I have a baby and obviously couldn’t lift it up alone. The item was the wrong one! They didn’t even see me or gave me any documents, so I had no chance to check the item before accepting it. Support line was almost useless, I had to chase them for a week to ask to collect the wrong delivery, as it was big and took a lot of space. After collection they promised to reorder or find our requested idem. 6 weeks later no news. Today I called and after waiting 40 minutes on the line was told that they haven’t yet looked into whether our item was sent somewhere else or has not been made at all. 2.5 months and a lot of wasted time and problems. We have asked for a refund. I hope this will take less time Polina”

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Posted 5 years ago

“Appalling customer service when product gets faulty ! As a customer I had to proof that there is manufacturer warranty !?!? JL would not take accountability for the faulty product ! Once they spoken to the manufacturer they did not want to speak to me and I've been told I need to from that moment contact manufacturer ! Dear JL I've purchased the product from you and you should be resolving the problem !”

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Posted 5 years ago

“They completely ignoring me cause their failed system, shows different purchase date.I bought a fridge and a washing machine last day on offer with and advert with big letters saying cash back! The time of the purchase the store was closing so salesman gave me the quote and suggested to pay next day, which i did pay in full cash. Now not only telling me i am not eligible for cash back from Miele but 3 weeks now completely ignore my emails trying to explain. Amazing they didnt have any problem taking my money.”

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Posted 5 years ago

“I ordered good from John Lewis online for click and collect. I got a message next day to say had been dispatched. The same day I got another message saying my good had not been delivered. Then had Zero communication. Phoned store on Saturday who said did not have parcel. Phone HO Tuesday store did have parcel and would hold for another week. Went today no parcel has been sent back. Turns out parcel did arrive in store on the Friday. So member of staff spoke to on the Saturday lied to me (as it was i the store) and so did the man at head office (who told me another story). But, worst of all he said the parcel would be help till Tuesday 5th November. Lego my son wanted for xmas is now out of stock and difficult to get elsewhere. So he has no Christmas present. Poor customer staff, incompetent staff that lie and a child who may now not get what he wanted for xmas. John Lewis is not longer the company it used to be.”

Helpful Report

Posted 5 years ago

“Appalling customer service. If something goes wrong they take no responsibility just pass you to the manufacturer despite the contract you have is with them not the manufacturer!! Consumer Act says you have the contract with them. Dishwasher less than 8 weeks old and not working. Can't get answers to repair date so if carries on will be taking legal advice as to how to get refund as cannot waste any more time or money on a resolution 😡”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 67%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

John Lewis Reviews